ShepHyken

JULY 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The author of this short article shares his take on the similarities and differences between the two. I Debate Myself by Steve Olenski.

Journey mapping 315

Journey mapping Customer Service B2C Big data 315

ShepHyken

DECEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. This is an excellent article to get you thinking about how AI could potentially be a part of (if it is not already) your marketing strategy. by Tara Thomas.

Customer Service 275

Customer Service Chatbots Contact Center Metrics 275

ShepHyken

AUGUST 19, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article reminds of this strategy. Even if you’re not in retail, you should read this article. by Mary Drumond.

Customer Service 308

Customer Service Chatbots Contact Center Metrics 308

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Kaye Chapman @kayejchapman. First contact resolution (FCR) measures might be…”.

Call Center 561

Call Center Metrics Contact Center Wait times 561

ShepHyken

MAY 3, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: About a month ago I included an article about Sweetwater as part of the Top Five Roundup. This company is on my radar.

Customer Service 290

Customer Service Entertainment Banking Marketing 290

ShepHyken

NOVEMBER 21, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. This short article by Chris Preimsberger highlights some of the key findings from the report and gives you a link to download the entire document.

Customer Service 299

Customer Service Surveys Marketing Sales 299

ShepHyken

SEPTEMBER 30, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. NPS, CES, CSAT: Which One is the Best Metric? GetFeedback) NPS, CES, and CSAT are customer loyalty metrics. by Sara Staffaroni.

Customer Service 47

Customer Service Customer retention Metrics Consulting 47

ShepHyken

APRIL 29, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Your Most Important Business Success Metric? Franchising.com) Marketers are besieged with metrics. Customer Loyalty! by Chad Storlie.

Customer Service 49

Customer Service Abandon rate Consulting Consulting 49

ShepHyken

DECEMBER 31, 2024

Heres a link to the article that featured the first Ten Customer Experience questions and answers.) Whats your favorite metric to measure customer success? While Im a big fan of a simple metric like NPS, when it comes to customer success and service, I coach my clients to think about TTH, as in Time to Happiness. Are you ready?

Customer Experience 238

Customer Experience Coaching Metrics Customer Support 238

ShepHyken

JANUARY 11, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Following up on the digital era article (Top Five 2), there has been much discussion about a contactless era. What can be done?

Customer Service 254

Customer Service Customer centricity Customer Experience Metrics 254

ShepHyken

JUNE 2, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: This excellent article includes seven tips to create stronger customer loyalty. Here are my top five picks from last week.

Customer Service 212

Customer Service Chatbots Metrics Consulting 212

ShepHyken

JULY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. ” My Comment: Let’s start this week’s Top Five with a fun article by fellow customer experience expert Chip Bell. So, let’s learn!

Customer Service 226

Customer Service Journey mapping Customer Care Consulting 226

ShepHyken

JANUARY 20, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. CustomerThink) Customer Effort Score is a popular metric used to measure customer service satisfaction using one single question.

Customer Service 244

Customer Service B2C Entertainment Customer effort 244

ShepHyken

MAY 13, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: This article is about customer support. My Comment: I enjoy articles on customer service metrics. What Is Churn Rate?

Customer Service 196

Customer Service Customer retention Metrics Advertising 196

ShepHyken

NOVEMBER 15, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Evaluate Your Customer Service Performance with These 10 Essential Metrics by Julie Weishaar. These metrics will definitely capture their attention.

Customer Service 196

Customer Service Metrics Call Center Customer Experience 196

ShepHyken

MAY 26, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. by Alex Bitca (Retently) Is your Net Promoter Score a reliable metric for judging what customers think of your business, or is it biased?

Customer Service 205

Customer Service B2B Marketing Metrics 205

ShepHyken

OCTOBER 18, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article looks at three ways COVID-190 changed CX, as the title suggests, forever. Here are my top five picks from last week.

Customer Service 232

Customer Service Airlines Feedback B2B 232

ShepHyken

OCTOBER 8, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. He has a library of customer service books, and in this article shares some of the quotes and ideas he underlined. Top Five Bonus.

Customer Service 229

Customer Service Customer retention Call Center Metrics 229

CSM Magazine

JANUARY 20, 2025

Understanding how SEO metrics tie to customer satisfaction is no longer optionalit’s essential. Metrics like bounce rate, time on site, and keyword rankings don’t just track website performance; they reveal how well you’re meeting customer needs.

Metrics 64

Metrics Feedback Analytics Scripts 64

ShepHyken

JUNE 15, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article uses the mental thinking of the US Marines to help look at how to reframe your business for success. by Retail TouchPoints.

Customer Service 199

Customer Service Surveys Metrics Customer Experience 199

ShepHyken

OCTOBER 19, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: It is an enviable position to have customers who are willing to talk about you – and even write articles and testimonials about you.

Customer Service 207

Customer Service Chatbots Metrics Wait times 207

ShepHyken

NOVEMBER 14, 2024

This week, we feature an article by Andy Watson, Senior Product Marketing Manager, Customer Experience at RingCentral. Read Shep’s latest Forbes article: Tackling The Challenge: The NFL’s Winning Strategy To Engage Gen-Z Fans Agent attrition jumped from 21.8% in 2022 to 28.1% in 2023, with a projected increase to 31.2%

Chatbots 167

Chatbots Contact Center Self service Customer Experience 167

ShepHyken

MAY 16, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Are You Tracking the Customer Service Metrics That Really Count? Yes, metrics matter. Typical metrics are history lessons that are valuable.

Customer Service 167

Customer Service Airlines Metrics Journey mapping 167

ShepHyken

JUNE 19, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This excellent article lists five essential areas an organization must focus to have a successful CX program. Of course, you do!

Customer Service 37

Customer Service Journey mapping Customer centricity Metrics 37

ShepHyken

JANUARY 16, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The post 5 Top Customer Service Articles of the Week 1-16-2023 appeared first on Shep Hyken. Here are my top five picks from last week.

Customer Service 42

Customer Service Benchmark Customer centricity Customer Experience 42

ShepHyken

NOVEMBER 6, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: The “mental load” referred to in this article is about frustration, anxiety, and fatigue over a customer service/support experience.

Customer Service 183

Customer Service Self service Surveys Contact Center 183

ShepHyken

FEBRUARY 7, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: NPS (Net Promotor Score) is one of my favorite metrics. This article is by an expert who consults in the NPS world.

Customer Service 39

Customer Service Contact Center Consulting Consulting 39

ShepHyken

JANUARY 15, 2021

This week we feature an article from Thomas Fordham, Co-Founder and Chief Operating Officer at TAP London. Many important customer experience metrics can be measured in a quantitative way, and this will give a company a great overview of how its customer experience strategies are developing.

Customer Experience 357

Customer Experience Metrics Customer retention Analytics 357

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: For those in the customer support world, this article is for you. Two areas not typically considered in this metric, should be.

Customer Service 179

Customer Service Average Handle Time Contact Center Metrics 179

ShepHyken

SEPTEMBER 26, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This article shares the traits and qualities of those looking for a job in customer service. Here are my top five picks from last week.

Customer Service 177

Customer Service Customer retention Analytics Surveys 177

ShepHyken

JULY 4, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This is a “how to get started” type of article. 15 Metrics To Track If You Want To Keep Your Customers Happy And Loyal by Forbes Councils Member.

Journey mapping 187

Journey mapping Customer Service Customer Experience Contact Center 187

ShepHyken

APRIL 2, 2021

This week we feature an article by Hannah McCabe , Director of Demand at Stella Connect by Medallia. But as is the case with other organizations, customer service has its fair share of myths about what customers want, which metrics to track, and how to perform the responsibilities of a front-line agent.

Customer Service 300

Customer Service Self service Metrics Average Handle Time 300

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: This week, we start with an article on trust. Here are my top five picks from last week.

Customer Service 157

Customer Service Best practices Metrics Banking 157

ShepHyken

JULY 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article showcases six ways to create simplicity and make the experience easier, especially when it comes to implementing technology.

Customer Service 168

Customer Service Healthcare Journey mapping Feedback 168

ShepHyken

DECEMBER 3, 2021

This week we feature an article by Dan Martin, Chief Executive Officer of Xpress Global Systems , an organization focused on innovation, efficiency, and scalability of shipping and distribution of flooring products. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Closing the Operational Gap.

Customer Experience 367

Customer Experience Transportation Feedback Metrics 367

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: This week, we start with an article on trust. Here are my top five picks from last week.

Customer Service 151

Customer Service Best practices Metrics Banking 151

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: We start this week’s roundup with an article about AI. Of course, there’s more to this article. Imagine that!)

Customer Service 169

Customer Service Customer advocacy Average Handle Time Customer centricity 169